Shop Policies
Hi there! Thanks for stopping by! Here you will find our shop policies. We build our policies to be fair for you, and fair for us. We don’t believe in placing the risk of ordering plants online onto the customer - that doesn’t seem fair to us, so we do our best to help with any problems that may arise. The bottom line is that we want houseplants to be joyful, not stressful and frustrating, so if you have any issues whatsoever, send us an email!
These policies are subject to change as our business grows - please check back for updates!
Last updated on February 23rd, 2022
SHIPPING
- Expedited shipping is included with all orders $35 and over. Shipping starts at $9 for orders under $35. Upgrades are available at checkout. Expedited shipping means 3 days or less in transit, though please note we cannot control any delays that may occur in transit.
- We ship only on Mondays and Tuesdays to avoid your plant getting stuck in the mail over the weekend.
- Orders that are placed on Sunday after 5 PM may be shipped in the following week’s shipping cycle.
- Packages may be held by our shop for up to two weeks if significant mail service delays or extreme weather are expected.
- Please be sure that your shipping address is correct - in the event that it is incorrect, we cannot guarantee a correction
- Shipping within the U.S. only.
REFUNDS AND REPLACEMENTS
- If your plant or cutting arrives damaged in a way that will greatly inhibit it from growing or rooting, contact us within 24 hours of delivery. Include a description of the issue as well as photos of the whole plant. Contact us by email at (dreamleavesplantstudio@gmail.com), not by Instagram, Facebook, or Etsy.
- Live Plant Guarantee: In the event that your plant or cutting is not alive upon arrival, we will send out a comparable replacement OR give you a full refund, depending on our available stock and your preference. This is under the condition that you contact us within 24 hours of delivery, as outlined above.
- Shipping is inherently stressful for plants. Expect your plant or cutting to arrive with minor cosmetic damage and signs of stress. Your plant may lose a leaf or two during its journey and while acclimating to its new home - new leaves are especially prone to this. The first couple of leaves that grow after shipping are unlikely to come out picture-perfect. These things are completely normal as a plant acclimates and a refund or replacement is not guaranteed in this circumstance.
- If you are unsure of whether you should contact us or not due to damage, it’s always better to be safe and send us an email! We pride ourselves on being fair with customers, and will give you an honest assessment of the health of your plant.
- Unfortunately, we are not able to provide refunds or returns due to package misdelivery or theft once the tracking information shows your package as "delivered".
- All plants are identified to the best of our abilities, however please note we do not DNA test our plants and thus cannot 100% guarantee a correct ID.
CUSTOMER SERVICE
- Plant care can be confusing, and it can be difficult to separate good advice from bad advice when looking through the large amount of conflicting plant care information available on the internet. We make ourselves available to answer any questions you may have about caring for your new friend! Seriously - there are no silly questions, so please reach out to us at dreamleavesplantstudio@gmail.com and we will be happy to help.
- We do our best to respond to emails within 48 hours - if you don't get a response within that time frame, we promise we aren't ignoring you! Sometimes things get hectic around here and we get a tad behind. In the rare instance that we haven't responded within 72 hours, please send us another message as this likely means we missed your message or it ended up in our spam folder.
WINTER SHIPPING
Buying plants in cold weather can be nerve-wracking. With our cold weather shipping upgrade, we guarantee our plants will arrive safe and sound in weather above 32°F. Read more details below:
- If the outdoor temperature at your delivery address may be lower than 48°F within 7 days after shipment, please add a 72 hour heat pack to your order and upgrade your shipping method to USPS Priority Mail. Alternatively, you can purchase USPS Priority Express shipping and email us within an hour of ordering to arrange for your package to be held for pickup at your local post office. If you do not take these precautions and the temperature dips below 48°F on the day of delivery, we cannot guarantee the health of your plant and will not refund or replace due to damage.
- If the outdoor temperature at your delivery address may be below 32°F within 7 days after shipment, please send us an email within an hour of ordering and we will either hold your plant until temperatures rise OR you can purchase USPS Priority Express shipping and email us within an hour of ordering to arrange to have your package held for pickup at your local post office. If you do not take these precautions and the temperature dips below 32°F on the day of delivery, we cannot guarantee the health of your plant and will not refund or replace due to damage.
- Please refer to the "refunds and replacements" section for guidance on how to report damaged plants. All limitations listed there are applicable in cold weather situations as well.